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When the automated conversation reaches its limit, the Talk to a human block hands it over to an advisor in Treble Sales. With Salesforce connected, that block can also take into account who the record owner is in the CRM, so that the conversation lands in the hands of the advisor who was already handling that person.

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Add the block

From the blocks panel, open Talk to a human and choose the Salesforce option. Choosing Salesforce Sales inside Talk to a human On the canvas the block appears as Transfer to Salesforce. Click Settings to open it. Transfer block on the canvas

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Configuration

Transfer configuration in single objectTags (Treble.ai Teams). The team the conversation goes into. It is required and works as the default destination: if the conversation cannot be assigned to a specific person, it stays in this team’s queue.Labels (sales.treble.ai Labels). Optional. They are used to classify the conversation inside Sales and then filter or report on it. They do not affect who it is assigned to.

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How it is decided who receives it

1

Treble looks up the person's record

Using the conversation’s phone number, just like the other Salesforce blocks.
2

It reads the owner of that record

In multi-object, from the object and field you chose. In single object, from your parent entity’s record.
3

It looks for that Salesforce user among your Treble agents

The owner must also exist as an agent in Treble. Agents are created when installing the integration, or manually afterwards.

Create a new agent

4

If it finds them, it assigns them the conversation

The advisor sees it in their Sales inbox as a conversation assigned to them.
5

If it does not find them, the conversation stays unassigned

It still goes into the queue of the team you chose in Tags, and the next available advisor takes it according to your account’s routing rules.
The case that surprises people the most: the person is new and does not exist in Salesforce yet. There is no record, there is no owner, and the conversation goes into the team unassigned.This is the expected behavior, not an error. It is worth letting the team know so they don’t interpret those conversations as an integration failure.

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Common issues

Almost always the Salesforce owner is not created as an agent in Treble. Check the list of agents in Treble and confirm that user is there, with the same email they have in Salesforce.Remember that the agent import modal only appears once, during installation. Advisors who joined Salesforce afterwards have to be created manually in Treble.
In multi-object, check which object you are reading the owner from. If the same person exists as a Lead and as an Account with different owners, the conversation follows the owner of the object you configured in the block, not the one you have open on screen.
That list comes from the object configuration that was defined when installing the integration. It cannot be changed from the block; write to your Customer Success Manager.
The history is written to the CRM when the conversation is closed, not during it. While the conversation is active, the advisor sees the messages inside Treble Sales.

Conversation history in the CRM

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Next steps

View WhatsApp inside Salesforce

So your advisors can reply without leaving the CRM.

Conversation history

How the conversation is saved in Salesforce.